Golf is played more slowly than other sports. With a highly unpredictable environment that requires a methodical and cerebral approach; it’s a game that reminds players to “stay the course.” This mindset is similar to workforce management (WFM) because we spend a lot of time planning before we take the shot. We want to minimize inaccuracy or error rates, which is like taking the fewest number strokes to hit the target. If you’re playing golf, you might be within a similar distance range from the hole this week compared to last week when you last played. However, you may need to use...
Session 4: Advanced Contact Center Strategic Analytics Date: Tuesday, August 19 Time: 1:00-2:00 pm CT Central to the capacity plan is the contact center staffing model. Most planners use it to determine how much staff is needed to hit service levels given a forecast. But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions. In this session we will discuss how to...
Session 3: Contact Center Staffing Models Date: Tuesday, July 15 Time: 1:00-2:00 pm CT The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans. In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce. In a nutshell, we will try and help develop a better math model to determine staffing. We will discuss models for: Chat with concurrency Outbound dialer models Back office processing Inbound phone Click...
Session 2: Contact Center Data, Reconciling History, and Forecasting Date: Tuesday, June 17 Time: 1:00-2:00 pm CT In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate. What data are required to develop a capacity plan? These include ACD history, workforce management history, HR data, and financial data. We will discuss how you can use this data to answer the most basic question: What happened last week and...
